SRM: SLA's
Hi, Can we have SLA’s attached to a particular requestable service Will the Global or Assignment group SLA”s over ride service SLA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SLA's
1st question: What version of SRM/SLM/ITSM/AR are you on? I think you are talking about 2 separate things when you mention Global or assignment group SLAs. I would think that the SLA that you attach to the requestable service (SRD in SRM) should take into account the underpinning OLA's for your fulfillment requests (Incidents/Changes/Work Orders). So for example, if you have something that says an incident needs to be resolved within 4 hours, your user facing service request shouldn't be anything less than that. Not sure if that answered your question or muddied the water some more... -Original Message- From: Action Request System discussion list(ARSList) on behalf of Koyb P. Liabt Sent: Wed 8/10/2011 7:13 PM To: arslist@ARSLIST.ORG Subject: SRM: SLA's Hi, Can we have SLA's attached to a particular requestable service Will the Global or Assignment group SLAs over ride service SLA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
help need in SLA's
Dear List.. posting this issue again... hoping someone can share their expert knowledge Urgent help required here I have serious issue here with SLA's not building properly. I have made an SLA which uses Business hours and Business holidays from the Business Holidays and Workdays form. Once all the required qualification and milestones are entered i click on build. SLA start building when it comes to building the Milestone it get stuck and will not proceed forward. I have tried restart the SLA services manually but still the same issue. Deleted the entries in the Application Pending form and rebuilded the SLA's again but the problem still persisted I have noticed that when i build/rebuild a SLA with Holiday and workdays value hardcoded.. get completed properly. Also i would like to how do i see what going from the data base side when SLA's are being build/rebuild Please let me know what may be issue and how can this be fixed. ARSYSTEM 6.3 patch 23 SLA module 5.5 Regards Rajesh Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Problem in Building SLA's
Dear List, Still waiting for an expert advice from someone who used to face such issue. Regards Rajesh _ From: Nair, Rajesh IN BOM SISL Sent: Tuesday, February 09, 2010 10:23 AM To: 'arslist@ARSLIST.ORG' Subject:Problem in Building SLA's Dear List Urgent help required here I have serious issue here with SLA's not building properly. I have made an SLA which uses Business hours and Business holidays from the Business Holidays and Workdays form. Once all the required qualification and milestones are entered i click on build. SLA start building when when it comes to building the Milestone it get stuck and will not proceed forward. I have tried restart the SLA services manually but still the same issue. Deleted the enteries in the Apllication Pending form and rebuilded the SLA's again but the problem still persisted Please let me know what may be issue and how can this be fixed. ARSYSTEM 6.3 patch 23 SLA module 5.5 Regards Rajesh Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Problem in Building SLA's
Dear List Urgent help required here I have serious issue here with SLA's not building properly. I have made an SLA which uses Business hours and Business holidays from the Business Holidays and Workdays form. Once all the required qualification and milestones are entered i click on build. SLA start building when when it comes to building the Milestone it get stuck and will not proceed forward. I have tried restart the SLA services manually but still the same issue. Deleted the enteries in the Apllication Pending form and rebuilded the SLA's again but the problem still persisted Please let me know what may be issue and how can this be fixed. ARSYSTEM 6.3 patch 23 SLA module 5.5 Regards Rajesh Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SLA's firing at same time --Please Help
Hi All, I have configured two resolution SLA's for 75% and 100% milestones for a support group.I have checked the workflow of notification engine which sends these notifications to Case Assignees/Assignee Groups.The workflow is correct as the time difference between 75% milestones notifications and 100% notifications to case assginees is showing the configured time in NTE:Notifier Log form. But,the problem is that email for these notfications for 75% and 100% are sent at the same time to support person. Please help on this. Regards, Sachin -- View this message in context: http://www.nabble.com/SLA%27s-firing-at-same-time---Please-Help-tp24951106p24951106.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Any one use 'Configure Service Target Data Source' for SLA's Helpdesk
Hi All, More sla questions. So I basically went through the docs again and found that on the 'Configure Service Target Data Source' for Helpdesk, under the MSP/Business Time tab you can put in a Field Containing Entity. I basically created a field and I add the Entity on the Incident. Now I want to pull it in. Because if the group that is assigned the Incident I want the SLA's to follow there time zone. This does not seem to work. I am wondering if anyone has used this setting and how they got this to work? My service target business entity is blank as per doc, this should then use the field from the Configure Service Target Data Source. We are running SLM 7.0.2 patch 4 on ARS 7.0.1 patch 2. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk
Sorry for the silly question, but did you rebuild your Data Source after you added the field to HPD:Help Desk? Chuck On Thu, Jan 22, 2009 at 1:51 PM, Timothy Rondeau timothy.rond...@phaseforward.com wrote: Hi All, More sla questions. So I basically went through the docs again and found that on the 'Configure Service Target Data Source' for Helpdesk, under the MSP/Business Time tab you can put in a Field Containing Entity. I basically created a field and I add the Entity on the Incident. Now I want to pull it in. Because if the group that is assigned the Incident I want the SLA's to follow there time zone. This does not seem to work. I am wondering if anyone has used this setting and how they got this to work? My service target business entity is blank as per doc, this should then use the field from the Configure Service Target Data Source. We are running SLM 7.0.2 patch 4 on ARS 7.0.1 patch 2. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk
Yes. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi Sent: Thursday, January 22, 2009 2:44 PM To: arslist@ARSLIST.ORG Subject: Re: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk ** Sorry for the silly question, but did you rebuild your Data Source after you added the field to HPD:Help Desk? Chuck On Thu, Jan 22, 2009 at 1:51 PM, Timothy Rondeau timothy.rond...@phaseforward.commailto:timothy.rond...@phaseforward.com wrote: Hi All, More sla questions. So I basically went through the docs again and found that on the 'Configure Service Target Data Source' for Helpdesk, under the MSP/Business Time tab you can put in a Field Containing Entity. I basically created a field and I add the Entity on the Incident. Now I want to pull it in. Because if the group that is assigned the Incident I want the SLA's to follow there time zone. This does not seem to work. I am wondering if anyone has used this setting and how they got this to work? My service target business entity is blank as per doc, this should then use the field from the Configure Service Target Data Source. We are running SLM 7.0.2 patch 4 on ARS 7.0.1 patch 2. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLA's - ITSM 5.5
Warren I put together a Key to help our reporting team figure out how to measure SLA times in our 5.5 environment. This is for Help Desk tickets but it may be instructive for your Change SLA as the measurement fields are generic. Application_InstanceID : HD002552416- Case ID SLA Name : VenL2 - Resolve Medium MeasurementStatus : Met MeasurementDone : Yes MetMissed Amount : 37,130.00- In Seconds ParentStartTime : 1/3/2006 7:24:09 AM - SLA Measurement Started ParentStopTime : 1/3/2006 1:41:21 PM- SLA Measurement Completed ParentTotalElapsedTime : 22,632.00 - Total Elapsed time for SLA (seconds) - Includes Exclusion time SLAMain_GoalTime : 39,600.00- SLA Goal (in seconds) ChildDnStartTime : 1/3/2006 8:02:39 AM - Measurement Exclusion Start ChildDnStopTime : 1/3/2006 1:38:41 PM - Measurement Exclusion End ChildDnTotalElapsedTime : 20,162.00 - Total Exclusion Time -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore Sent: Friday, January 02, 2009 10:39 AM To: arslist@ARSLIST.ORG Subject: SLA's - ITSM 5.5 ** ITSM 5.5 ARS 6.3 I've been asked to create an SLA against Changes in ITSM. I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. What I don't understand is this. I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal. The Clock is supposed to start running immediately and stop at Status = Resolved. But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. As I said, this is a bit new to me, and I'm learning by trial and error. Am I missing something? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on? How does the SLA rule know when something has passed. This is the SLA module that comes with the ITSM suite. Not the add on. Thanks for any help you might be able to offer! Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SLA's - ITSM 5.5
ITSM 5.5 ARS 6.3 I've been asked to create an SLA against Changes in ITSM. I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. What I don't understand is this. I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal. The Clock is supposed to start running immediately and stop at Status = Resolved. But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. As I said, this is a bit new to me, and I'm learning by trial and error. Am I missing something? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on? How does the SLA rule know when something has passed. This is the SLA module that comes with the ITSM suite. Not the add on. Thanks for any help you might be able to offer! Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLA's - ITSM 5.5
SLAs are either met or breached so the time to complete is not needed. -Original Message- From: Warren Baltimore warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Fri, 2 Jan 2009 10:39 am Subject: SLA's - ITSM 5.5 ** ITSM 5.5 ARS 6.3 ? I've been asked to create an SLA against Changes in ITSM.? I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. ? What I don't understand is this.? I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal.? The Clock is supposed to start running immediately and stop at Status = Resolved.? But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. ? As I said, this is a bit new to me, and I'm learning by trial and error.? Am I missing something?? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on?? How does the SLA rule know when something has passed. ? This is the SLA module that comes with the ITSM suite.? Not the add on. ? Thanks for any help you might be able to offer! ? Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SLA's - ITSM 5.5
Thanks to everyone for your help! I really appreciate it! Warren On Fri, Jan 2, 2009 at 2:51 PM, Shafqat Ayaz shafq...@yahoo.com wrote: ** Warren As far as I am aware and I have been learning about the SLM Module as well is: The start time is either the Reported Date or Submit Date which ever you have used in your qualification. All other times are based on the field you use as the Status field. So you can find out all the times from the Status history field, or calculate it from the HPD:Helpdesk form, from the Resolved Time - Start Time. Let me know if this answers your question. thanks shafqat --- On *Fri, 1/2/09, Roger Justice rjust2...@aol.com* wrote: From: Roger Justice rjust2...@aol.com Subject: Re: SLA's - ITSM 5.5 To: arslist@ARSLIST.ORG Date: Friday, January 2, 2009, 4:46 PM ** SLAs are either met or breached so the time to complete is not needed. -Original Message- From: Warren Baltimore warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Fri, 2 Jan 2009 10:39 am Subject: SLA's - ITSM 5.5 ** ITSM 5.5 ARS 6.3 I've been asked to create an SLA against Changes in ITSM. I have been unable to find much documentation on how the SLA module works, but I have managed to figure out the creation part. What I don't understand is this. I've set up the SLA so that the Goal is Resolution Time with 16 hours the goal. The Clock is supposed to start running immediately and stop at Status = Resolved. But when I go to the join CHG:Change_SLA to look at the results, I can't find an entry that tells me how long it took to resolve. As I said, this is a bit new to me, and I'm learning by trial and error. Am I missing something? Do I need to set up a field on the Change Form that calculates open time so that it can be reported on? How does the SLA rule know when something has passed. This is the SLA module that comes with the ITSM suite. Not the add on. Thanks for any help you might be able to offer! Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Get a *free MP3* every day with the Spinner.com Toolbar. Get it Nowhttp://toolbar.aol.com/spinner/download.html?ncid=emlweusdown0020. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Problem with SLA'S
Dear All. We are off lately a probelm related to SLA's. If a user is reopneing a case the case get 100% voilated within a sapn of minute. Can anyone help me regarding this Regards Rajesh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
SLA's not sending notifications emails or alerts
I created an SLA to notifiy a specific group of new tickets that has not been acknowledged within 15 minutes of creation date. It is to email the group but when I tested it and the email is not going out. The sla shows in the ticket as status in processing but nothing happens and it passes the due date. Please help. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Business Time with SLA's
I don't know much about SLA since we are just starting working with them. But I'm curious to why support would tell you to set your business hours to 5am to 2 pm when off set works with no issue that we have found. John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 Jase Brandon [EMAIL PROTECTED] ITA.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Business Time with SLA's ORG 08/07/2006 04:11 PM Please respond to [EMAIL PROTECTED] RG ** Hi listers, I am trying to determine the best way to set up business time for an SLA. My server is on Pacific time and I want to make sure to include our virtual group in Central and Eastern time zones in a 8 to 5 SLA. I know the best way to do this is to have two business time tags with different offset hours, but we all agreed we could live with the hour difference for our intial testing. I called support and they said since my server is on Pacific, the best thing to do is change my business time tag schedule of 8am to 5pm To 5am to 2pm. I thought this was the main reason we had offset hours on a business time tag? Does anybody know of a better way to do this? Thanks in advance! ARS 6.3 patch 18 SQL Server 2000 Jase Brandon Remedy Administration/Development Customer Support Systems Group Desk - (615) - 320-4494 Cell - (334) - 318-5426 [EMAIL PROTECTED] DaVita Inc. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Business Time with SLA's
** Hi listers, I am trying to determine the best way to set up business time for an SLA. My server is on Pacific time and I want to make sure to include our virtual group in Central and Eastern time zones in a 8 to 5 SLA. I know the best way to do this is to have two business time tags with different offset hours, but we all agreed we could live with the hour difference for our intial testing. I called support and they said since my server is on Pacific, the best thing to do is change my business time tagschedule of "8am to 5pm" To"5am to 2pm".I thought this was the main reason we had offset hours on a business time tag? Does anybodyknow of a better way to do this?Thanks in advance! ARS 6.3 patch 18 SQL Server 2000 Jase Brandon Remedy Administration/Development Customer Support Systems Group Desk - (615) - 320-4494 Cell - (334) - 318-5426 [EMAIL PROTECTED] DaVita Inc. __20060125___This posting was submitted with HTML in it___
